Customer Service Excellence Coordinator (816231)

Equus•Miami, FL

16d

About The Position

We help job seekers and career changers prepare for and advance in careers with a focus on sustainable, high-growth, high-demand industries. Our committed and well-trained workforce professionals deliver comprehensive workforce solutions at integrated career centers, sector-focused centers and community, and partner sites. Develop, document, and maintain customer experience standards (greeting, intake flow, communications, follow-up). Working with participants to resolve complaints and compliance issues. Conduct regular service audits, assess compliance with service and program policy standards. Assess participant files for data integrity and provide feedback loops to case managers and leadership, ensuring error rate remains below 3% per company standards. Provide targeted coaching to staff on programmatic policy standards Survey participants for regular feedback loops of ongoing continuous improvement. Evaluates interviews and assessment documentation of participants. Manages enrollment forms and cases notes for continuity, completeness, signatures, and disclosed barriers. Ensures participant education, background, prior work experience, skills, interests, and employment goals are uploaded. Reviews data validation items for PHI redaction processes. Communicates with customers to obtain employment information and documents customer outcomes in system file. Obtains proof of credentials and measurable skills documentation as required.

Requirements

Bachelor’s degree in related field preferred; or equivalent work experience.
One or more years of experience in Workforce development or data entry integrity preferred.
Familiarity with the communities being served, with knowledge and understanding of local needs and resources.
Strong organizational, customer service, and communication skills.

Responsibilities

Develop, document, and maintain customer experience standards (greeting, intake flow, communications, follow-up).
Working with participants to resolve complaints and compliance issues.
Conduct regular service audits, assess compliance with service and program policy standards.
Assess participant files for data integrity and provide feedback loops to case managers and leadership, ensuring error rate remains below 3% per company standards.
Provide targeted coaching to staff on programmatic policy standards
Survey participants for regular feedback loops of ongoing continuous improvement.
Evaluates interviews and assessment documentation of participants.
Manages enrollment forms and cases notes for continuity, completeness, signatures, and disclosed barriers.
Ensures participant education, background, prior work experience, skills, interests, and employment goals are uploaded.
Reviews data validation items for PHI redaction processes.
Communicates with customers to obtain employment information and documents customer outcomes in system file.
Obtains proof of credentials and measurable skills documentation as required.